Meliza Faye Arcala

MELIZA FAYE ARCALA PERFORMANCE MANAGEMENT & DATA ANALYTICS SPECIALIST --HTTPS://WWW.LINKEDIN.COM/IN/MELIZA-FAYEL-ARCALA/ SAN ANTONIO, ZAMBALES Professional Summary Customer Success & QA Specialist with 9.5 years of experience in performance management, SaaS support, and process improvement. Skilled in quality assurance evaluations, customer engagement, and workforce analytics, with proven ability to connect QA insights to business metrics such as CSAT, NPS, and retention. Experienced in working with global clients in remote setups, leveraging tools such as Genesys, Amadeus, IEX, Verint, and Power BI to improve service delivery and customer satisfaction. CORE SKILLS Customer Success & Relationship Management B2B SaaS Support & Ticketing Systems (Genesys, Amadeus, Jira) Quality Assurance & Coaching Training & Onboarding Programs Process Improvement & Performance Management Data Analytics & Visualization (Power BI, Excel, Power Query) Remote Collaboration (Zoom, MS Teams, Google Workspace) REFERENCES Christian Lacuesta Paralegal, Gonzalez Law Office +63 964 - 179 - 2245 PROFESSIONAL EXPERIENCE WORKFORCE SERVICES SPECIALIST ACCENTURE, INC. 2022 - 2025 Managed day-to-day operations for an aviation account with 1,350+ employees ensuring SLA compliance across voice, email, and chat. Conducted QA evaluations and coaching sessions to improve service quality and consistency across teams. Facilitated onboarding and training programs for new hires and provided ongoing support for tenured staff. Automated reporting processes, improving accuracy by 15%, and provided actionable insights for governance meetings. REAL=TIME ANALYST Telus International 2016 - 2020 Developed dashboards and KPI reports to monitor staff performance, identify gaps, and recommend coaching strategies. Partnered with QA and Operations teams to align performance results with customer satisfaction metrics (CSAT/NPS). Supported training and engagement initiatives to improve employee performance and retention. MISSION CONTROL ANALYST Teleperformance Philippines 2015 - 2016 Conducted real-time monitoring and escalations to ensure SLA compliance across multiple lines of business. Assisted with QA checks, issue logging, and reporting to enhance customer service reliability. EDUCATION PHYSICAL THERAPY 2009 - 2012 BS Physical Therapy University of Perpetual Help System Dalta